Refund policy
Returns
We offer a 30-day return period from the date you receive your order.
To be eligible for a return, items must be unused, unopened, and in their original packaging, with proof of purchase. For health and safety reasons, we cannot accept returns on opened or used consumable products, unless the item is faulty or incorrect.
To request a return, please contact us at info@surgolabs.com.au
Items returned without prior approval will not be accepted.
Damaged or Incorrect Items
Please inspect your order upon delivery and contact us immediately if your item is damaged, defective, or incorrect. We will assess the issue and, where appropriate, arrange a replacement or refund in accordance with Australian Consumer Law.
Exchanges
We do not offer direct exchanges. If your return is approved, the fastest way to receive a replacement is to place a new order once the original item has been returned.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, refunds will be issued to your original payment method within 10 business days.
Please allow additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@surgolabs.com.au.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.